Position Details: Definition of Work: The Director of Operations supervises temporary staffing activities, implements operational directives, responsible for branch operational efficiency and facilitates business development in coordination with sales personnel. Reporting Relationships: The Director of Operations reports to the Vice President/Regional Director. The Director of Operations provides supervision of the Recruiters. The Director of Operations provides supervision of the temporary healthcare professionals (THPs). Job Responsibilities and Tasks: 1. Staffing Activity (20%) Oversees recruiter activities in the following areas: Facilitates orienting new temporary employees to client facilities. Makes required number of weekly client pump calls to active, inactive and potential accounts. Facilitates and monitors the number of new applications, FPOs (Favorite Placement Opportunity), new hires and referrals contacted weekly. Monitors the “days to working” on a weekly basis. Receives required number of client orders for staffing services. Verifies orders are entered into the computerized scheduling system. Anticipates client staffing needs based on current and past usage of temporary employment services and assigns employees as appropriate (assumptive booking). Monitors number of orders, number of clients providing orders, filled orders, number of temporary employees contacted each week, number of assumptive availabilities and number of temporary employees rebooked weekly. Assists with scheduling temporary employees on assignments. Reviews metrics and reports to maximize shifts booked and eliminate scheduling errors. Works with the Travel, Allied, Direct Hire, Medical Society, Advanced Practice and National Department(s) to maximize temporary employees on assignment with these departments. 2. Client and Employee Relations (30%) Establishes and maintains good working rapport with clients and employees. Resolves client and employee issues. Confirms assignments with employees and clients. Notifies clients and employees of shift cancellations. Facilitates market communication with the corporate National Operations Center (NOC). Makes alternate staffing assignments to meet client and employee needs and uses the auto-rebook system. Communicates company-related information to current and prospective clients and employees. Supervises the progressive discipline process with temporary healthcare professionals by giving verbal and written warnings up to and including termination when necessary. Makes recommendations to supervisor and/or Human Resources to resolve client and employee issues where appropriate. Acts as the liaison between the market recruiters and the Directors of Business Development. 3 Employee Screening and Personnel Record-keeping (10%) Screens potential applicants and determines if they meet minimum employment qualifications, including eligibility. Processes job applicants. Reviews employment policies and procedures, administers tests, shows videos, and completes personnel records. Checks employee references and verifies license(s) and other credentials. Processes criminal background check(s), drug test, and any other pre-employment background investigations. Enters new employee information into the internet profile systems according to their expertise to ensure their experience level matches the client’s requirements. Office Operations and Organization (25%) Monitors credential audits assuring a 90% or better compliance score. Facilitates the annual Client Satisfaction Survey process when requested by the corporate Quality Assurance Department. Goal is to have at least a 30% return rate with a positive response rating of 90% or better. Communicates with corporate support departments (human resources, payroll/billing, NOC, etc.) to resolve branch issues. Implements processes to better organize the office. Facilitates the Payroll Department in resolving payroll and billing problems. Leads Hub Wig meetings. Oversees/manages and assists Recruiters. Conducts weekly meetings with office staff/recruiters to review metrics. Runs and analyzes daily transaction reports. Escalates problems and special concerns as needed. In coordination with sales staff, implements branch operations and special projects. Assists sales staff as needed and helps improve branch profitability. Special Projects. All other duties as assigned. 5. Training (15%) Provides and/or facilitates training and orientation of branch office employees. Participates as a mentor in branch and corporate-level training programs. Required Knowledge, Skills, and Abilities: Excellent organizational skills. Experience with building a team and supervising employees. Superior knowledge of and experience in customer service and human relations skills. Must be able to adapt to changing situations. Must be excellent problem-solver. Excellent verbal and written communication skills. Ability to develop and maintain effective working relationships. Ability to maintain a professional demeanor under stressful conditions. Knowledge of basic nursing and medical terminology. Knowledge of basic computer operation and peripheral use. Ability to maintain consistent and regular attendance. Equipment Used: Multi-line telephone, personal computer (PC) printer, scanner, fax machine, and other office equipment. Requirements for Promotion: This position is only available to internal candidates who meet or exceed the following requirements: Employee must demonstrate mastery of all facets of Favorite Healthcare Staffing branch operations and have a consistent record of superior performance. Must be working in a regional market. Applicants must be able to show proof that they are legally eligible to work in the United States. Favorite Healthcare Staffing, Inc. is an equal opportunity employer and does not make hiring decisions based on race, color, religion, gender or other protected classes. Favorite Healthcare Staffing is the nation’s premier provider of healthcare professionals, offering a full range of per diem, allied health, contract, and travel assignments, as well as permanent placement opportunities. Favorite continues to set the industry standard for quality, service and integrity in healthcare staffing and services.